Customer Success Manager
hace 2 semanas
**Customer Success Manager**
**Location**:
Remote
**Department**:
Marketing
**Reports To**:
Operations Manager
**About MSP Launchpad**:
We are MSP Launchpad, a dedicated team of MSP marketing specialists on a mission to help IT providers attract their dream clients without the stress of marketing. Our objective is to consistently and relentlessly generate an overflow of ready-to-buy leads for our clients, aspiring to become the nr. 1. MSP marketing agency in the world. If you align with our core values of aiming for greatness, focusing on client success, maintaining total honesty, having fun together, and thinking long term, then MSP Launchpad is the place for you.
**Position Overview**:
MSP Launchpad is looking for a highly creative and talented Customer Success Manager to join our marketing team. In this role, you will be responsible for developing, executing, and monitoring account management initiatives to increase customer satisfaction, drive user engagement, and help generate leads for our Managed Service Provider (MSP) clients by advocating for them effectively internally.
**Key Responsibilities**:
- Drive success with the customer success department, which you will be leading.
- Develop and maintain strong relationships with clients, ensuring their satisfaction with our digital marketing services.
- Act as a primary point of contact for clients, addressing their questions, concerns, and issues promptly and effectively.
- Work closely with our sales and digital marketing teams to develop and implement successful digital marketing strategies that meet clients' needs and goals.
- Provide ongoing support and guidance to clients, including training and assistance with using our digital marketing tools.
- Monitor and analyze clients' performance metrics, identifying areas for improvement, and recommending solutions to address them.
- Collaborate with our internal teams to ensure that clients' needs are met and their expectations are exceeded.
- Continuously evaluate and improve our customer success processes and procedures to optimize client satisfaction and success.
In other words:
- Act as a bridge between the team and the company clients
- Maintain customer relations
- Use your knowledge of inbound lead generation (SEO, ads, websites, landing pages) to have conversations with clients about their needs
- Assist in managing project timelines and milestones to ensure successful project delivery
- Drive innovation inside the Customer Success Department
- Train customer support agents to improve their ticket handling and automonous working capability
- Collaborate with the team to prioritize and assign tasks appropriately
- Verify all necessary details and requirements
- Clarify client requirements
- Become a face of our company; speak with clients during their onboarding, post-onboarding and maintain relationships
- Ensure timely completion of tasks
- Managing and resolving support tickets
- Following up with clients to request additional information
- Keeping the clients updated on their ticket progress
- Use of ClickUp
- Familiarity with Google's Suite of tools (Docs, Sheets, Drive, Gmail, etc.) for documentation and communication purposes
- Familiarity with lead generation, SEO, web development, etc.
Secondary skills:
- Working experience in lead generation, SEO, web development, etc.
- Comfortable in leadership roles
- Emotionally intelligent and mature
- Proactive
- Coachable
- Excellent communication & follow-up skills
**Qualifications**:
- Bachelor’s degree in Marketing, Communications, or related field.
- At least 3 years of account management and/or customer success management experience in a digital marketing agency offering similar services to us
- You hate spelling errors so much that making one would thoroughly embarass you
- Self-motivated, detail-oriented, and excellent multitasking abilities.
**What You Will Get**:
- A competitive salary in USD and performance-based bonuses.
- Remote work flexibility.
- A culture that values work-life balance.
- The opportunity to work in an organization where your contributions make a significant impact.
Tipo de puesto: Tiempo completo
Salario: $1.500,00 - $2.500,00 al mes
Fecha límite para postularse: 10/11/2023
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